Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As IT Service Management Head, you will be responsible for applying your experience with industry-standard best practices in IT Service Management and ITIL to support technology teams in delivering stable systems within SLA. Responsible for overall operational services within Incident, Problem, Change, Helpdesk, Capacity, and Service Improvement management

How you’ll contribute

• Ensure internal and vendor teams meet (if possible exceed) SLA
• Define and/or maintain SLA with business and technology teams
• Conduct service reviews with vendors to ensure they deliver per SLA
• Ensure delivery of service availability reports and trend analysis on utilizations
• Drive high severity calls and bring together relevant teams to restore. Including status updates to stakeholders and management
• Escalate recurring issues with a problem ticket and for mitigation plan
• Manage RCA discussions to identify the incident root cause and have a permanent fix to prevent reoccurrence
• Produce RCA document and secure approval with stakeholders
• Ensure adequate capacity is available to meet the Service Availability targets
• Drive Change management review board, approval, and status reporting
• Communicate schedule downtime to technology teams and reporting
• Prepare service improvement plans as deemed necessary
• Manage a team Incident, Problem, Change, and Helpdesk teams in future

What we’re looking for

• Graduate of Bachelor’s Degree in Computer Science/Information Technology, Mathematics, Engineering
• At least 5 years of relevant experience in banking, credit card companies, leasing/financing Institutions
• Communicate effectively, both orally and in writing
• Background with financial systems, mobile development, and cloud (AWS, Azure)
• High-level knowledge of Operating systems, networks, Hardware, Cloud, Security, etc.
• Able to drive crisis calls, negotiation skills and get teams to work together
• Manage helpdesk team to provide L1 support to business
• Good Interpersonal Skills to foster a cooperative work environment within the management
• Knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
• Strong vendor management experience